Avaya 16-603463 manual Supervisor Assistance

Page 112

Appendix Contact Center

The LEDs are off.

Supervisor Assistance

This toggle button controls your request for silent Supervisor Assistance. To withdraw your request press it once more.

Red LED

blinking

off

Green LED

off

on

Description

when you have requested silent Supervisor Assistance.

when the supervisor is listening via Silent Monitoring / Coaching .

Supervisor Emergency

This toggle button controls your request for intervention, called Supervisor Emergency. To withdraw your request press it once more.

Red LED

blinking

off

Green LED

off

on

Description

when you have requested intervention, called Supervisor Emergency.

when the supervisor has cut-in via Cut-In .

Select Agent group

This softkey controls the selection of at most five agent groups, for which the agent wants to sign on or sign off. If the agent has signed on one agent group at least, this softkey manages Sign on or Sign off for additional agent groups, you don't have to use the Sign on / off button.

Icon

X

1,2,..,5

xx

blinking

blinking

Description

you have selected this agent group, but you don't have signed on so far.

you are signed on this agent group

index for this agent group at your telephone

number of calls in the waiting filed (at most 99)

urgent information first level, alternating with the number of calls in the waiting filed

urgent information second level, alternating with the number of calls in the waiting filed

112 1408/1416 User Guide

January 2010

Image 112

Contents Issue 1.09 January 1408/1416 User Guide January Introduction Multiple conference Private User Mobility 109 Overview of phone buttons and features IntroductionName DescriptionOverview of phone buttons and features About LEDs Function key LEDsIcons in the telephone display Partner key LEDsRelated topics Icon DescriptionAbout this manual Making calls Introduction to making callsCalling an internal call number Calling an external call numberCalling with a destination key Calling a person from the call logCalling a person from the phone book entry Press the Phone book / Contacts buttonCalling using the speakerphone Calling a person from a central phone book entryRequesting automatic callback Requesting automatic redialingJoining another call cut-in Making calls 18 1408/1416 User Guide January Handling calls Introduction to handling callsAnswering a call Answering a call ringing at another phone pick-upMuting a call Putting a call on holdDeactivating your telephone display Answering an additional call second call Transferring a callSelect new call to Turning second incoming call on or off Referring back during a call consultation callCall diversion Introduction to call diversionDiverting calls Select Divert callAutomatic call diversion Defining automatic call diversionSelect Start time Diverting calls automaticallySelect Stop time Call diversion 26 1408/1416 User Guide January Follow-me Introduction to follow-mePreparing follow-me on your own telephone Activating follow-me on another telephoneSwitching off follow-me on your own telephone Switching off follow-me on another telephoneThree-party conference Introduction to three-party conference callsMaking a conference call Talking with one participant in a conference callConnecting conference participants with each other Ending the conference callMultiple conference Introduction to multiple conference callsAdding a participant to a multiple conference call Adding a participant by referring backAnswering a call in a multiple conference Adding a waiting participant to a multiple conferenceTransferring a multiple conference call as controller Ending the multiple conference call as controller Select Transfer conference1408/1416 User Guide January 2010 Multiple conference 36 1408/1416 User Guide January Call log Managing the call logViewing the call log Removing an entry from the call log Adding an entry from the call log to the phone bookIntroduction to the phone book Managing the phone bookCreating a new entry in the phone book Editing an entry in the phone book Deleting an entry Managing the phone book 42 1408/1416 User Guide January Voicemail System Introduction to voicemailDiverting calls to voicemail Managing voice messagesDeleting all messages Select Delete all messagesPartners Setting up partner namesIntroduction to partners Calling partners Answering a call for a partnerAssigning partners to another key Select Long nameSelect Change Partner position Hiding partner keysSelect Hide/show partner keys Activating partner beep Select Set partner beepDiverting your calls to a partner Assigning partners on the button moduleSelect Assign partner to DSS module Diverting partner calls to your telephone Select Set/delete partner div …Select Partn. div. from my phone Select Partner div. to my phoneSelect Partnerdiv. from/to others Diverting calls from one partner to anotherSelect Set partner division Diverting partner calls to partners, extended Select CFF partner diversion keyAdding a partner to a partner group Setting the deputy keySelect Set deputy key Removing a partner from a partner group Select Adapt partner group sizeSelect Expand partner group Select Reduce partner groupSelect Restrict signaling Off Restricting partner signalingReserving a line as executive line Setting up a connection for a partner FilteringDealing the filtering function as an executive Dealing the filtering function as a secretaryPartners 58 1408/1416 User Guide January Select Password Private User MobilityPrivate User Mobility Logging on to the telephoneLogging off the telephone Displaying the favorite screen in the idle mode Favorite screenIntroduction to favorite screen Select Display/AcousticsEntering a function into the favorite screen Entering a destination into the favorite screenSelect Favorite screen active Off Select Set function keysSelect Edit destination key Select Set destination keysSelect Press destination key Favorite screen 64 1408/1416 User Guide January Setting parameters for your telephone Turning acoustic signaling on or offCustomizing your telephone Introduction to customizing your telephoneChanging the acoustic signaling Select Set acousticsSelect Select ringer melody Setting the ringing tone melodyInternal calls External calls VIP calls Partner/Line Setting the contrast and the brightness Setting the languageAdjusting the setting for handsfree operation Select Switch languageSetting key beep tones to on or off Displaying your name and call number on your telephoneDisplaying time zones Saving emergency numbersSelect Key beep off Select Time zonesFunction and Destination keys Function and destination keysSelect Set emergency numbers Emergency destin. SOSAssigning functions to keys Assigning a destination from the phone book to a key Creating a destination keyConfirm Set new destination with OK button Changing an existing destination Select Copy phone book entrySet destination keys Set function keys Deleting key assignmentsDelete destination key Delete entry Select Set macro function Setting up a macro diversion and pick-upCall diversion 1 or Call diversion 2 or Call pick-up 1 or Saving personal data Relocating the telephoneSaving personal data Saving data locally Saving data locally automaticallySelect Save data Select Save data locallySaving data centrally Allowing/barring central data savingSelect Save data centrally Select Save centrallyVIP functions Preparing VIP functionsSelect Send VIP functions Select Set VIP partnerSetting up the secretary telephone Select sent to userSelect receive from user off Using the VIP functions Making anonymous calls Select Dial settingsSelect Anonymous Off Accepting calls automatically Handsfree answer back Turning direct dialing on or offSelect Applications Select Answer CallTurning Csta Answer Call on or off Select Answer Call Select Csta Answer CallTurning Csta Answer Call on or off Customizing your telephone 88 1408/1416 User Guide January Using the Avaya Menu Introduction to the Avaya menuManaging call charges Introduction to call chargesSwitching the charge display to units Viewing the charge displayDeleting call charges Select Delete single counterRecording charges for private calls and projects Locking the telephoneTelephone lock Locking the telephone Changing the PINSelect Change PIN Setting automatic locking Unlocking the telephoneSelect Telephone locked Select Automatic lockingManaging appointments Appointments remindersEntering a new appointment Select AppointmentsViewing appointments Acknowledging an appointmentDeleting an appointment 96 1408/1416 User Guide January Menus Menu overviewMenu item in basic One menu level lowerAppointments Charges Lock Menu settings overview Menu item in settingAll possible functions are listed Dial settings Applications Security Sounding Test procedure All LEDs are switched on Appendix Remote features Introduction to remote featuresCalling remote using the system Changing call diversion remotelyAppendix Remote features Introduction to auxiliary devices Auxiliary devicesButton module BM32 Using the button module BM32 Using a headset About operating cordless headsets108 1408/1416 User Guide January Appendix Contact Center Logging into the Contact CenterContact Center buttons Requesting help of the supervisorCancel Wrap-up time Supervisor Assistance Abbreviations CTI ELC MOD MSN PIN PUM TCM Tapi USB VIPAbbreviations 114 1408/1416 User Guide January Index Editing Partner Index VIP ringing tone